Officejet 3830 won't stay connected

[eclerc]

Hi there. I have had an Officejet3830 for about 2 years now. Over the past year, the printer never wants to stay connected to my Mac. 

When I go to print it says "The printer is not connected" yet when I check it, it is connected. The wireless light stays on blue all the time. I have tried restoring to network settings.

Before today, I could get it to print by turning the printer off then turning it back on with a document waiting to be printed, once the printer would turn back on it would print the documents in the job list. 

However as of today, I can't get it to print at all, yet it is connected to the same wireless my mac is connected to and it has an "excellent" connection. 

Very frustrating!

[DavidSMP · Accepted solution]

@eclerc,

Thanks for stopping by the HP community. A very good day to you. I will be glad to assist you and let’s get right to it.

. Superb description and commendable diagnosis of the issue. It is amply appreciated.

Let me gather some information for better clarity to assist you correctly:

• Did this occur after a recent power outage or surge?
• Did it happen after a recent Software or Mac OS update?
• Do other devices such as your iPad or iPhone or a Windows-based machine connect to the printer and print from it?

Furnish all the requested information for me to assist you correctly.

Meanwhile, I will be providing a roadmap with some troubleshooting steps to resolve the issue. Let us try these steps:

Just because the wireless light is blue it does not mean that the printer is connected to the wireless network.

• Then run and install all the latest Mac OS updates and ensure that the most current OS updates are installed on the MacBook.
• Then update the printer’s firmware by following instructions from this link: https://support.hp.com/bg-en/document/c02919168
• Use a USB cable to update the printer’s firmware.
• Update the router’s firmware if it is available.

Then from this link: https://support.hp.com/in-en/document/c02790693

(HP Printers - Printer Does Not Maintain Wireless Connection) perform all the relevant steps except step 2 which is for a Windows-based computer. Now check if the issue gets resolved.

• If you get connected and the printer still does not print, then follow all the relevant steps from this link:: https://support.hp.com/in-en/document/c05635968 (HP Printers - Printing with Apple AirPrint (macOS and OS X) perform the relevant steps.

• Just that when you delete the printer. Make sure to add the printer as  Apple AirPrint or Secure AirPrint and nothing else. (Don’t add it as an HP printer. This is important.)

This should fix the issue for you.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[eclerc]

Thank you for that detailed response! I reluctantly updated my Mac and that seemed to do the trick!

[DavidSMP]

@eclerc,

I am really glad the issue is resolved. This is music to my ears. It is awesome to hear from you again a genuine pleasure to work with you.

Thanks for accepting this as a solution. Take care and have a blessed week ahead.